Credit card -- Problem with a purchase shown on your statement -- Complaint #20221962
Complaint Overview
Complaint ID: 20221962
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Florida
ZIP Code: 34744
Date Received: 2026-03-12T12:00:00-05:00
Date Sent to Company: 2026-03-12T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing a complaint regarding an unresolved credit card dispute with Citibank that has been ongoing since XX/XX/XXXX. On XX/XX/XXXX, I reported a charge on my Citibank credit card as fraud because I did not recognize the transaction. After reporting it, I later discovered the charge had been made by my mother without my knowledge. The item was returned to the merchant and a refund was issued. However, the refund was sent to the original card number, which Citibank had already closed due to the fraud report. I provided Citibank with proof of the refund when they requested documentation, but the case has still not been resolved as of XX/XX/XXXX. Despite this charge being under investigation and proof of refund already submitted, Citibank continues to include the amount in my balance. The transaction was also placed on a Flex Plan, which has caused my minimum monthly payment to increase to approximately {$260.00}. I have contacted Citibank multiple times for updates but have experienced poor communication, lack of clear instructions for submitting documentation, and delays in resolving the issue. I have already submitted proof of the refund, yet I have not received confirmation that it has been applied to my account. My concerns are : Citibank has not resolved the dispute within a reasonable timeframe. The refunded charge is still impacting my balance. My minimum payment increased due to the Flex Plan tied to this disputed transaction. Customer service has been unable or unwilling to provide meaningful updates. I am requesting that Citibank : Apply the merchant refund to my account immediately. Remove the associated Flex Plan and adjust my balance accordingly. Correct any payment obligations created by this unresolved dispute. Provide clear documentation confirming the case resolution. I would also like confirmation that this issue will not negatively affect my credit history.
Frequently Asked Questions
What is Complaint #20221962 about?
Complaint #20221962 was filed against Citibank, N.A. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2026-03-12T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.